The AI. Decsion that determnins cost and ROI Most businesses are rushing into AI and asking the wrong question. They [...]

Not all AI is agentic - by design Artificial intelligence is moving quickly, and with that speed comes confusion — [...]

AIF-01 Generative AI Developer Pro Certification This study guide by Peter S. Buswell prepares candidates for the AWS Certified Generative [...]

Global customer service has always faced a hard limitation: language. Until now, solving it usually meant IVR language trees, offshore [...]

You are now part of a global communications network… and nobody offered you stock options. In a previous post, we [...]

Your iPhone is quietly powering a global tracking network That’s not a sci-fi teaser, that’s how Apple AirTags actually work. [...]

Old-school ARPANET lore promised us a different world: a self-healing network with no single point of failure. Routers could go [...]

Our own LLM! By DrVoIP — Where IT Meets AI, in the Cloud Introduction: The Shift Toward Private Intelligence AI [...]

By DrVoIP — Where IT Meets AI in the Cloud 🧠 The Inevitable Shift: AI, Jobs, and Business Survival Every [...]

Artificial Intelligence (AI) is transforming customer service — but figuring out how it actually fits into Amazon Connect can feel [...]

Amazon Connect Campaign Dialer: Why Clean Lists Mean More Connections The Hidden Challenge Behind Every Dialer Deployment When organizations launch [...]

Amazon Bedrock vs Google Vertex AI — Who’s Winning the AI Race? AI is no longer a buzzword — it’s [...]

Recorded Message Use Case In an outbound  call center an agent may make several hundred phone calls each and every [...]

Old-school ARPANET lore promised us a different world: a self-healing network with no single point of failure. Routers could go [...]

Amazon Connect Campaign Dialer: Why Clean Lists Mean More Connections The Hidden Challenge Behind Every Dialer Deployment When organizations launch [...]

Amazon Bedrock vs Google Vertex AI — Who’s Winning the AI Race? AI is no longer a buzzword — it’s [...]

Rethinking Your Amazon Connect Contact Center: Start with the Experience, Not the Technology When planning a new Amazon Connect contact [...]

Would You Let Agents “Cherry Pick” Callers from the Queue? Not everyone agrees with the idea—but in some situations, allowing [...]

Direct Dial and Agent? Not every contact center wants callers to be able to dial a specific agent directly.  In [...]

Voice Mail solution for Amazon Connect for the last few years AWS has made a voice messaging solution available for [...]

SMS Return Message Routing In part 1 of this blog we looked at three options that enable an Agent to [...]

Pinpoint SMS For some time now, you have been able to channel SMS messages through the Amazon Connect CHAT API, [...]

Configuring Amazon Connect Voice Mail For several years we have been deploying a modified version of the Amazon Connect Voice [...]

Dynamic Call Centers? We can dynamically reconfigure our contact flows, the experience a caller has when calling our contact center.  [...]

Out of the Box? AWS has configured the contact center to work out of the box.  Add a phone number, [...]